Many Filipinos prefer online banking and mobile wallet apps over over-the-counter banking and traditional money remittance services because of their ease and convenience. However, the rise in online banking transactions has also led to an increase in customer complaints. Some customers have voiced their displeasure with the inability to receive their funds, while others are concerned about transaction processing delays and failures.
Contacting the bank or e-wallet in question by phone or email will typically resolve these issues and concerns. But there are times when the bank or e-wallet doesn't answer your questions or doesn't help you with your concerns. That can be very disheartening, especially if the transaction involves a substantial sum of money that you cannot afford to lose. ,'_com-medrectangle-3','ezslot_5',191,,_('div-gpt-ad-_com-medrectangle-3-0');
Fortunately, in the event that a bank fails to respond to your inquiries or takes an excessive amount of time, you can force them to do so. You can contact the Bangko Sentral ng Pilipinas (BSP) via email, chat, telephone, or postal mail to report the fraudulent bank or e-wallet. After that, the BSP will send the bank a copy of your complaint along with a request for the bank to address your issue within a certain amount of time.
The BSP oversees and regulates all banks and mobile wallets in the Philippines and is referred to as a BSP-Supervised Financial Institution (BSFI). Banks, non-banks with quasi-banking functions, pawnshops, e-money issuers, money changers, money service businesses, and virtual currency exchanges are all examples of BSFIs.
Table of ContentsWhen to File a Complaint with the BSP How to File a Complaint with the BSP Via a Chatbot on the BSP Facebook Page Via a Chatbot on the BSP Website Via Text Message Via Email Via Telephone and Fax Via Postal Mail Next Steps After Filing a Complaint When to File a Complaint With the BSP The best way to get a bank, e-wallet, or other financial institution to 300,250],'_com-medrectangle-4','ezslot_6',192,,_('div-gpt-ad-_com-medrectangle-4-0'); For instance, if GCash has not responded to your complaint regarding your failed transaction, you can report them to the BSP. The BSP will then instruct GCash to respond to your complaint within the time frame specified by the BSP.
The BSP says that you should only complain about a BSP-Supervised Financial Institution (BSFI) if your problems don't go away after you complain to the BSFI in writing. When reporting a BSFI to the BSP, the following steps must be taken:
Make contact with the BSFI's manager or the appropriate officer. Write down your concerns and file a formal complaint with the BSFI. Doing so will allow management at the BSFI to promptly address your issue. In your written complaint, include your name, date, and signature. For future reference, keep a copy of your complaint. You can file a complaint with the BSP via email, postal mail, fax, telephone, or online chat if your concerns are not addressed by the BSFI. You can also visit a BSP regional office or the BSP office in Manila. The BSP will get in touch with you either by phone or in writing once it receives your complaint for any additional information or recommendations. Along with a request to address your concerns within the allotted time, the BSP will send a copy of your complaint to the management of the BSFI. Regarding your concerns, the BSFI ought to get in touch with you directly via phone or email. The BSP must receive a copy to explain their actions. Send your feedback to the BSP so that they can further assist you if you are still dissatisfied with the BSFI's response or action.
After receiving your complaint and all supporting documents, the total processing time is ten banking days.
Please be aware that the following complaints will not be addressed by the BSP:
matters involving non-BSP-supervised institutions like cooperatives, insurance companies, lending investors, and microfinance non-governmental organizations (NGOs), as well as administrative policies and labor issues that do not violate BSP regulations or banking laws. Cases currently pending with any court or quasi-judicial body How to File a Complaint with the BSP There are several ways to file a complaint with the BSP regarding an unresponsive bank. The BSP will forward these complaints to the relevant government agencies and regulators. chat, text messaging, email, telephone, fax, and mail. '_com-box-4','ezslot_7',193,,_('div-gpt-ad-_com-box-4-0');
You can quickly and easily report an inactive bank or e-wallet using the BSP Online Buddy (BOB) chatbot on the BSP Facebook page. On the BSP's Facebook page, you can complain through BOB, a bilingual chatbot that speaks both English and Tagalog.
Simply go to the BSP Facebook page and click ""Send Message"" to submit a complaint via the BOB chatbot. Select ""New Complaint"" after selecting ""Get Started."" From there, respond to the questions and provide a one- or two-sentence description of your complaint, including the institution's name and branch. Your full name, home address, phone number, and email address are just a few of the personal details you will be required to provide.
You will receive a unique Case Reference Number when BOB receives and confirms your complaint. You can track the status of your complaint across all BSP consumer support channels—chat, email, telephone, fax, and postal mail—by calling this number.
On the Bangko Sentral ng Pilipinas website's chatbot, you can also ask for assistance with your complaints. Similar to the Facebook chatbot, the BSP website chatbot lets you make a complaint and gives you a Case Reference Number to keep track of it at any time. 300,250],'_com-banner-1',);
Simply go to the BSP website in your web browser and click the chat icon in the lower-right corner to begin using the BOB chatbot. Select ""New Complaint"" after selecting ""Start Chat."" Then, write your complaint in one or two sentences and include personal information like your name, address, phone number, and email address.
If you don't have a Facebook account or aren't comfortable interacting with the BSP through Facebook Messenger, you can do so through the website chatbot.
Complaints can also be submitted via text message to the BSP. Send the details of your concern to 21582277 to make a complaint via SMS.
The Talk-to-BSP SMS service is currently only available to Globe customers. Charges for SMS and data may apply.
Email In addition to the BOB chatbot, you can send your complaint to the BSP via email. If you have documentation to back up your complaint, email is preferable to other channels for customer service because it significantly increases the likelihood of a successful resolution.
You can use the Complaints, Inquiries, and Requests (CIR) Form, which you can download here, to send an email complaint. Attach the CIR Form to your email and send it to consumeraffairs@bsp.gov.ph after you have completed it. You can also include them in your email if you have supporting documents for your complaint.
You can also use the CIR Form to follow up on complaints you filed against a BSFI or to report any new problems.
You can send an email to consumeraffairs@bsp.gov.ph with the following information if you are unable or unwilling to use the CIR Form: '_com-leader-1', 'ezslot_12', 196, _('div-gpt-ad-_com-leader-1-0');
A copy of the BSFI's response to your complaint, if any; copies of supporting documents (optional); a typed or printed summary of your complaint containing: Please do not include any confidential information that is not required for the BSP to evaluate your complaint, such as account numbers, passwords, or PINs. A declaration stating that you do not have access to BOB or that you prefer to submit your complaint via emailDescription of your concernThe resolution you are requesting (e.g., ""I would like to request a refund"")Telephone/mobile number and email address
By Fax and Telephone You can also submit a complaint to the BSP by fax and telephone. You can reach the BSP customer service hotlines at the following numbers:
Straight Line: ( (02) 8708-7087 or 5306-2584Truck Number: 02) 8708-7701, ext. 2584Telecopie: 02) 8708-7088 The BSP's customer support hotlines are open Monday through Friday, excluding holidays, from 9:00 AM to 4:00 PM.
Complaints can be submitted via postal mail to the BSP. Please send your complaint to the following address: ""_com-large-mobile-banner-1,"" ""ezslot_14,"" and ""197,"" respectively;
Remember to include the following information in your complaint: Consumer Empowerment GroupCenter for Learning and Inclusion AdvocacyBangko Sentral ng Pilipinas5th Floor, Multi-Storey Building, BSP ComplexA. Mabini Street, Malate1004 Manila, Philippines
a written or printed summary of your complaint that includes: Declaration stating that you do not have access to BOB or that you prefer to submit your complaint via mailDescription of your concernThe resolution you are requesting (e.g., ""I would like to request a refund"")Telephone or mobile number where you can be reached during the dayEmail addressCopies of documents that support your complaint (optional) You can also use the CIR Form to submit your complaint via postal mail. After downloading the form, print it out, fill in the required information, and sending it along with any supporting documents to the address above
After you have filed your complaint, the next thing you need to do is wait for the BSFI to contact you about your issue by phone or email. The bank or e-wallet will need to send a copy of the email to consumeraffairs@bsp.gov.ph for email communications.
You can send your feedback to the BSP Consumer Assistance desk by emailing consumeraffairs@bsp.gov.ph or calling (02) 8708-7087 if you are dissatisfied with the BSFI's handling of your concerns or if your case has not been successfully resolved. Include or mention your Case Reference Number without skipping a beat. '_com-large-mobile-banner-2','ezslot_15',198,,_('div-gpt-ad-_com-large-mobile-banner-2-0');
Tags: Mobile wallet and online banking from the Bangko Sentral ng Pilipinas Bank" - https://www.affordablecebu.com/
